Sheraton Hotels & Resorts
Front Office Manager - Sheraton Grand Hotel & Spa Edinburgh
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Job Number 26127138
Job Category: Rooms & Guest Services Operations
Location: 1 Festival Square, Edinburgh Scotl EH3 9SR, United Kingdom
Schedule: Full Time
Located Remotely? No
Position Type: Management
Pay Range: £36,000 annual GPB
We are currently recruiting for a Front Office Manager to lead our Front Office Team at the Sheraton Grand Hotel & Spa Edinburgh, one of Scotland's most prestigious five-star destinations.
Ideally located in the heart of Edinburgh's financial and cultural district, the Sheraton Grand Hotel & Spa is the largest five-star hotel in the city, featuring 269 luxurious guest rooms, extensive meeting and event facilities for up to 500 guests, the award-winning One Square Restaurant & Bar, and the renowned One Spa.
This is an exciting opportunity for an experienced hospitality leader who is passionate about developing high-performing teams, delivering exceptional guest experiences, and driving operational excellence within a dynamic luxury hotel environment.
About The Role
As Front Office Manager, you will provide strategic and operational leadership for the Front Office operation, leading and inspiring a team of Front Office Associates, Guest Services Associates, and Duty Managers.
You will be responsible for creating a culture of accountability, engagement, and exceptional guest service, ensuring every team member is empowered to deliver memorable and personalized experiences for our guests.
This role requires a visible and hands-on leader who thrives in a fast-paced environment, leads by example, and is committed to coaching and developing talent. You will actively drive succession planning, performance management, and colleague engagement initiatives while maintaining the highest operational and brand standards.
Key Responsibilities
Leadership & People Management
- Lead, motivate, and develop the Front Office team through effective coaching, mentoring, and regular feedback.
- Foster a positive and inclusive working environment that promotes teamwork, collaboration, and associate engagement.
- Take ownership of recruitment, onboarding, and retention strategies to attract and develop top hospitality talent.
- Conduct performance reviews, development conversations, and training sessions to drive individual and team success.
- Build a high-performing culture focused on accountability, continuous improvement, and service excellence.
Guest Experience Excellence
- Act as an ambassador for the hotel, creating exceptional first and lasting impressions for every guest.
- Take ownership of guest concerns, service recovery situations, and escalated complaints, ensuring timely and effective resolution.
- Oversee VIP arrivals, guest recognition programs, meet-and-greet experiences, and personalized guest interactions.
- Maintain a strong presence within the lobby and Front Office areas, actively engaging with guests and supporting the team during peak periods.
- Continuously seek opportunities to elevate guest satisfaction and enhance the overall arrival and departure experience.
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Operational Leadership
- Lead the day-to-day management of Front Office operations, ensuring service standards are consistently achieved.
- Drive operational efficiency while maintaining exceptional levels of service and guest satisfaction.
- Act as Manager on Duty and respond appropriately to operational challenges and emergency situations when required.
- Collaborate effectively with other hotel departments to ensure seamless guest journeys and operational success.
- Lead departmental projects and continuous improvement initiatives to enhance operational effectiveness.
- Analyze departmental performance data and implement actions to improve results and guest satisfaction scores.
About You
We are looking for an inspiring and experienced leader with a passion for hospitality and a proven ability to develop people, drive performance, and deliver exceptional guest experiences.
You will bring energy, professionalism, and a proactive approach to leadership, with the confidence to make decisions, influence outcomes, and lead a large and diverse team.
Essential Requirements
- Minimum 3 years' leadership or management experience within a luxury or five-star hotel environment.
- Significant experience within a Front Office operation, ideally in a management capacity.
- Demonstrated experience leading, coaching, and developing teams to achieve high performance.
- Strong understanding of performance management, employee engagement, and talent development.
- Exceptional leadership, communication, and relationship-building skills.
- Proven ability to resolve complex guest issues with confidence and professionalism.
- Strong organizational and decision-making skills with the ability to perform under pressure.
- Commercially aware with a strong understanding of revenue optimization and operational performance.
- Proficient in Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
- Excellent verbal and written communication skills with the ability to communicate effectively at all levels.
- Flexible approach to working hours, including weekends, holidays, and overnight shifts as required.
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Preferred Requirements
- Experience using Opera PMS.
- Experience within a Marriott-branded property would be advantageous.
Benefits
- A competitive salary, bonus, and private medical insurance plus free meals while on duty.
- Up to a maximum of 33 days (pro rata) after further service.
- Worldwide employee and friends & family hotel room rates plus hotel and spa experiences as part of your induction.
- 50% off all F&B outlets within the hotel and 20% F&B discount in other Marriott hotels!
- Discounts off your supermarket shop, other shopping, and experiences through our Marriott Benefit Hub.
- 50% off Spa Treatments and £50 gym membership within our One Spa!
- 24/7 and employee healthcare plan with access to Mental Healthcare first aiders.
- Refer a friend to work with us and receive a £500 bonus.
- Opportunities for career progression and to transfer around the world plus opportunities to get involved in our charitable and community activities.
- Many more benefits however most importantly, we’ll help you grow, and develop you as an individual.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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